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Feature

Numbers that match what the team feels

If the dashboard says everything is fine and the floor says it is drowning, people stop looking at the dashboard. SupaDesk's reports are read live and defined carefully, so they can be argued with and win.

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  • Live, not snapshots
  • SLA attainment done right
  • CSV export with its own permission

What reporting does SupaDesk provide?

SupaDesk provides a personal dashboard for each agent, a manager dashboard for the desk, and a reports section covering volume, channels, backlog by status and priority, agent workload, SLA attainment, approval turnaround and outbound delivery. Reports read live data, can be filtered by date range, and can be exported to CSV by people with the export permission. Administrators also receive a daily digest and an alert when tickets wait too long with nobody acting.

  • Agent dashboard: awaiting my reply, SLA at risk, due today, approvals waiting, my replies.
  • Manager dashboard: unassigned, breaches today, team workload, escalations, oldest approvals.
  • Agents with no work still appear - a quiet month and a departure look different.
  • Approval turnaround reported as a median, not a mean skewed by one weekend.
  • Unassigned work is its own number, never folded into somebody's row.
  • A daily digest each morning, in each administrator's own time zone.
Reports

What you can see

Volume

Created and resolved by day, by channel - so you can see a backlog forming before it is a crisis.

Backlog right now

Open tickets by status and priority, as of this moment - including the six-week-old ones.

Workload

Open and resolved per agent, with unassigned work counted separately.

SLA attainment

Met, breached and still running, for the clocks started in the period.

Approvals

How many were requested, how many were approved, rejected or sent back, and the median wait.

Delivery

Replies sent, delivered, bounced and complained about - so a sending problem is visible.

Related features

SLA Management

Response and resolution targets on real business hours, with escalation that fires once.

CSAT Surveys

Ask customers how it went after a resolution, without asking the same person twice a week.

Reply Approval

Maker-checker for customer email: the rules decide which replies need a second pair of eyes.

Deliverability & Bounces

Know when a reply bounced, stop mailing addresses that complained, see what left and when.

Teams, Departments & Fields

Model how your desk is actually organised - teams, departments, categories and custom fields.

Help Desk Best Practices

Twelve practices that separate a desk that keeps its promises from one that apologises.
Frequently asked

Questions people ask before they start

Volume by day (created and resolved), tickets by channel, open tickets by status and priority, agent workload, SLA attainment, approvals with median turnaround, and outbound messages by delivery status. Customer satisfaction has its own report by agent and team.

Yes. Reports read the working data directly instead of a nightly snapshot - a snapshot that silently stopped being written would look exactly like a quiet week.

Of the promises made in the period, how many were kept. Clocks still running count as neither met nor breached, and a period where nothing finished shows as empty rather than as a perfect zero.

Yes, as CSV - behind its own permission, because an export leaves the building. Cells that a spreadsheet could interpret as formulas are neutralised on the way out.

Find out how long customers really wait.

Start free for 14 days. No credit card and no setup fee - connect a mailbox and answer your first ticket the same afternoon.

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Questions first? Email sales@supadesk.in or call +91 8585953085.